Published on Lawyerist.com is an interesting and provocative article from the blog's Founder and Editor-in-Chief Sam Glover, What Clients Want v. What Lawyers Sell.
It is a good reminder of how important it is for all organizations to recognize that clients are looking for tangible solutions to their problems and are less engaged by product features or professional credentials. With increased options available in the market, the need to truly connect with and understand your client's needs is the strongest differentiator.
"There is a disconnect between what clients want and what lawyers sell. Clients, as many commentators have pointed out, just want their legal problem solved.
Consumers don’t want drill bits, they want holes. They don’t want a scanner, they want a digital copy of a paper document. They don’t want a taxi, they want to get home. In each case, the product or service is just a means to an end. But not the only means. There are other ways to get holes, digital documents, and transportation. Sometimes better ways.
Similarly, clients don’t want to hire a lawyer, they just want their legal problem solved."
